Viewing agents in additional groups

Last Updated : Jun 23, 2023 |
Prolog information
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Keywords:
Supervisors can view agents from additional groups in the following widgets:
  • Team widget: Agents from additional groups are displayed separately from agents in the My Team group.
  • My Agents widget: Supervisors can filter agents by groups and can interact with agents from additional groups.
  • Address book widget: Supervisors can view all agents (agents in My team and agents from additional groups) in the address book.
Note:
Agents from additional groups cannot interact with supervisors of the additional groups.
Before you begin
Ensure that the administrator assigns the required groups to the supervisor in Avaya Control Manager.
For more information on creating a group, assigning agents to a group, and assigning groups to a supervisor, see Deploying Avaya Workspaces for Avaya Experience Platform® On-Prem, available on the Avaya support website https://support.avaya.com.
  1. In the navigation pane, click the My Agents icon (My Agents).
    ADDITIONAL INFORMATION:
    Avaya Workspaces displays the list of agents in the team with the Agent ID, Station ID, groups, available channels, and current status.
    The color of the avatar reflects the agent state.
  2. In the Filter by Group field, select the additional group assigned to the supervisor.
    ADDITIONAL INFORMATION:
    Avaya Workspaces displays the list of agents in the selected group.
    Note:
    Multiple groups can be assigned to the supervisor. However, by default, the My Team group is selected.